11.55.1  Internet Content Publishing Process (ICPP) Management Document (Cont. 1)

11.55.1.17 
Review Process

11.55.1.17.2  (04-01-2004)
Impacted Organization Review

  1. The Page Steward determines effect on other functions by a content change.

  2. If so, the steward identifies employees in the affected functions to review the update.

  3. Review of content changes reduces conflict in policies, procedures or workflow processes between functions.

11.55.1.17.3  (04-01-2004)
Mandatory Review

  1. Additional review may be necessary depending on the type of content; the table below provides guidance on additional mandatory reviews required.

    If content contains information relating to... Then it must be reviewed by…
    IRS Policy matters (interprets policy, tax law, or has legal impact) Chief Counsel
    Disclosure of official information Office of Governmental Liaison and Disclosure
    Rights or duties of taxpayers (or affects taxpayers) Taxpayer Advocate Service
    Public-use forms or form letters Media and Publications
    IRS toll free numbers Office of the Notice Gatekeeper

11.55.1.17.3.1  (06-01-2006)
Communications & Liaison Review

  1. Page Stewards may forward certain Internet Content material to W&I Communications and Liaison (C&L) for an optional review prior to posting on IRS.gov.

  2. C&L reviews and edits material ensuring it is clear, concise, free of grammatical/punctuation errors, and material conveys the intended message.

  3. The only material not sent forward are items categorized as " Exception Clearance Process" , outlined below.

  4. Considerations for submitting material for C&L review include:

    • W&I C&L Review
      Forward for review if Do not forward for review if
      The material is new The material is a tax form, publication or letter
      The material is a new content page The material is an update of routine information such as dates, telephone numbers, places for events, etc.
      The material is a new tax law or procedural change The material review is for technical accuracy only

  5. Prior to submitting content to C&L for review:

    1. Verify technical information and note the information source prior to submitting to C&L.

    2. Submit information in electronic format, including Form 12956, Staff Summary Sheet, and the content material to C&L.

    3. Note whether the time frame is routine, rush or immediate/critical (see chart below).

      Time frames to allow for review of material
      Routine 3-5 business days
      Rush 1-3 business days
      Immediate/Critical 1 business day

      Note:

      These time frames are negotiable for extensive content and are in addition to other mandatory reviews.

11.55.1.17.3.2  (06-01-2006)
Chief Counsel Review

  1. When Internet Content material is necessary and appropriate for Chief Counsel review, the responsible Page Steward sends the material electronically to Richard Goldstein.

  2. The content should be sent to Mr. Goldstein via an attachment to e-mail. The content must be sent as either a Microsoft Word or Adobe Acrobat file. Mr. Goldstein's e-mail address is richard.s.goldstein@irscounsel.treas.gov.

    1. Include the complete package in the e-mail (Internet Content material file, the Form 12956, Staff Summary Sheet, and any attachments).

    2. The e-mail language should read: "Your review of the attached Internet Content material is needed. Please be sure your comments are included and return the signed Form 12956, Staff Summary Sheet, from your organization. The targeted completion date is ____________. Thank you for your assistance in this matter. If you have any questions, please do not hesitate to contact me on ____________. Page Steward" .

    Note:

    If Mr. Goldstein's out-of-office autoreply is received or he does not acknowledge the receipt of the content within two business days, contact his office at 202-622-3400, requesting assistance.

  3. Mr. Goldstein controls the document for the Office of Chief Counsel and opens a "CASE-MIS" assignment for the Associate/Assistant Chief Counsel office primarily responsible for the review of the material.

  4. Mr. Goldstein also sends an e-mail to the responsible Page Steward notifying him that Counsel has received the package and provides them with the CASE-MIS number assigned to the package, the due date, and a contact attorney name and telephone number.

11.55.1.17.4  (04-01-2004)
Simultaneous Review and Pre-Coordination

  1. Once the Page Steward determines which functions need to review the content change, they forward the change to all reviewers simultaneously . This is the most efficient way to facilitate the review process; use the following guidelines:

    1. Send the content change material in electronic format via e-mail.

    2. Include in the e-mail an electronic version of the Form 12956, Staff Summary Sheet.

    3. Clearly indicate the time frame in which the reviewer must furnish comments on the request; this is based on the importance of the material, whether it is critical, rush or routine.

  2. Another method of expediting the review process is pre-coordinating content changes with affected areas by sending a draft of proposed change to areas that may be able to assist you or answer questions regarding the content; this saves research time for reviewers once the formal review process begins, particularly when the Page Steward has information requiring Chief Counsel or C&L review.


11.55.1.18  (04-01-2005)
Clearance Process

  1. Once the Page Steward incorporates comments received during the review process, they begin the clearance process.

  2. During the clearance process, the Page Steward forwards content change material in electronic format via e-mail to Functional ICPP Coordinator.

  3. The following tables describe content type and the appropriate levels of approval:

    If the type of content is... Then approval is needed by...
    Updated Senior Management
    Validated Senior Management
    New Content Executive
    New Page Executive
    Link repair or Link addition Page steward, creator, reviewer, etc.

  4. The electronic package consists of:

    • Completed W&I CPR.

    • Form 12956, Staff Summary Sheet, which documents management review and approval. See IRM 11.55.1.3.2. for guidance on required approvals.

  5. Before sending the content change package to the Functional ICPP Coordinator, the Page Steward verifies all reviewers review the content and initial the Staff Summary Sheet. See IRM 11.55.1.17.3., Mandatory Review, for additional information.

11.55.1.18.1  (04-01-2005)
Time Frames

  1. When the Page Steward sends the content change package to the Functional ICPP Coordinator, they must indicate the time frame for launching the content change on the Web. Various clearance time frames are outlined below:

    If your content change is… Then allow…
    Immediate/Critical 1 business day or less for clearance
    Rush 1 – 3 business days for clearance
    Routine 3 – 5 business days for clearance

11.55.1.18.2  (04-01-2004)
Approval Authority

  1. The type of content material dictates the level of managerial approval needed:

    If the type of content is Then approval is needed by
    Updated Senior Management
    Validated Senior Management
    New Content Executive
    New Page Executive


11.55.1.19  (04-01-2005)
Special Exceptions to the Clearance Process

  1. There are certain organizations and types of information exempt from the clearance process outlined in this IRM. They are:

    • Published products (Tax Forms and Publications).

    • Immediate Posting See IRM 11.55.1.19.2.

      Note:

      Immediate Posting requires a CPR.

11.55.1.19.1  (04-01-2004)
Exception for Published Products

  1. The clearance process does not apply to Internet Content for existing IRS published material (forms, publications, Internal Revenue Bulletin, and IRM).

  2. IRS published products include extensive review and approval process and require no additional review when posted to the Internet.

11.55.1.19.2  (01-30-2009)
Immediate Posting

  1. Content changes meeting the following criteria are cleared within each W&I function without going though the complete ICP Process; however, this process requires completion of a CPR. Even though immediate action is necessary, documentation is required for background and approval.

    Note:

    Please see IRM 11.55.1.20 below when a CPR is or is not required.

  2. The ICPP Coordinator is authorized to expedite posting for the following changes with basic information updates and posting:

    • Dates

    • Times

    • Telephone numbers

    • Contacts

    • Places for events

    • Addresses (e-mail or mailing)

    • Linking the current version of a publication or tax form

    • Repairing broken links or incorrect links

    • Deleting links

    • Removal of expired information

    • Correcting grammatical errors

  3. New content not "technical" in nature and owned by the organization is cleared within the W&I function, omitting the complete ICP Process.

  4. The Functional ICPP Coordinator is authorized to expedite posting for the changes listed in IRM 11.55.1.19.2(3) above for the following:

    • Seminars

    • Events

    • Meetings

    • Outreach events

      Note:

      For any of the above items, each organization within W&I l has a designated backup for such immediate changes.

  5. There is no expedited process to change or add technical content .


11.55.1.20  (04-01-2005)
W&I Content Publishing Request (CPR)

  1. Use the W&I CPR for all submissions residing on W&I Internet Web pages on IRS.gov.

    Note:

    Information about the CPR can be found at the W&I Internet Content Web site at http://win.web.irs.gov/icp/wi_icp.htm .

  2. A CPR is required when:

    1. Adding new content. See IRM 11.55.1.4.1.

    2. Updating existing content. See IRM 11.55.1.4.2.

    3. Deleting existing content. See IRM 11.55.1.4.3.

    4. Adding a new assembly page, article, or link in the CMA Tool.

    5. Adding or removing shared content or links.

  3. Submit the completed CPR to your Functional ICPP Coordinator, Page Steward, and/or Creator/Editor.

    Note:

    Section 3 (Approvals) in the CPR template must be completed.

  4. A CPR is not required for corrections for previously approved content including:

    • Incorrect Address(es) including links

    • Incorrect Telephone number(s)

    • Typographical error(s)

    • Structural and format problems

      Example:

      Extra spaces between letters or words, line spacing, removal of errant characters or code found on the page.

11.55.1.20.1  (01-30-2009)
About the CPR and Instructions

  1. Follow the instructions below developed to assist IRS.gov Page Stewards in completing and submitting the CPR for clearance and management approval.

  2. The CPR contains seven sections. For each section of the CPR, step-by-step instructions are provided.

  3. "Notes" are included where appropriate, providing helpful tips and other important information.

  4. E-mail completed CPRs to your Functional ICPP Coordinator or Page Steward. Your Page Steward takes the necessary steps as outlined in IRM 11.55.1.16.

11.55.1.20.1.1  (01-30-2009)
CPR Accountability and Internal Control

  1. W&I CPRs are in a shared drive to ensure comprehensive internal controls and accountability.

    1. The shared drive is located at the Nationwide Enterprise Resource Domain (NERD) "\/\/chm0010cpshr1\/Common\/Wi\/\/W&I Performance Improvement\/Internet Coordinators" .

    2. The folder is named "W&I Performance Improvement\/Internet Coordinators" .

    3. Sub-folders exist for each function in the Internet Coordinator's folder.

    4. Additional sub-folders exist for Customer Assistance, Relationships and Education (CARE), Customer Account Services (CAS), and their respective organizations.

    Function Folders Business Unit Sub-folder
    BSP  
    C&L-Communications  
    CARE Field Assistance
      SPEC
      M&P
    CAS AM
      JOC
      SP
    Compliance  
    EITC  
    ETA  
    HCTC  
    MLISO  

  2. Each Functional ICPP Coordinator has read and write access to their function's folder.

  3. Once the material on a CPR is approved and launched, place a copy in the function's folder.

  4. All CPRs filed in function folder are maintained for a period of two years.

  5. Naming conventions for CPR files:

    • CMA article number

    • Date launched

    • Sequence Number starting with 01

      Note:

      A Sequence Number is needed when launching more than one CPR during the same day.


11.55.1.21  (06-01-2006)
Expiration of IRS.gov Content

  1. Each Web page is given an expiration date.

  2. The expiration date generally occurs no later than one year from the date of creation.

    Note:

    Tax Forms and Publications, Publishing, and Distribution functions within Media & Publications have no fixed expiration dates. Revision is based on need for a particular tax product.

  3. Each page creator or originator ensures an expiration date for each page is established for new content, updates, additions, or changes. It is important to avoid large-scale deletion notifications by not using a common expiration date (e.g. December 31 or January 1) for the pages.

  4. As these dates approach, affected content must be reviewed to validate technical accuracy. See IRM 11.55.1.4.4.

  5. Each Web page must be reviewed by the Page Steward before it expires. Review typically result in an "Update Existing Content" request due to tax year changes, but if information remains valid and no changes are necessary, the Page Steward submits a "Validate Existing Content " request and supplies a new expiration date.

  6. The Content Area Administrator is responsible for ensuring all pages are reviewed annually. Media & Publications is exempt from this process.


11.55.1.22  (04-01-2004)
Content Management Application (CMA)

  1. In October 2002, the CMA was developed for the IRS by the Internet Service Provider.

  2. The software enables W&I to manage its own content publishing process.

  3. See IRM 2.25.101, IRS.gov Content Management Guidelines, for pertinent procedural guidelines.

11.55.1.22.1  (05-01-2007)
CMA Login, Password and Permissions

  1. All CMA users must attend application training; the following guidelines apply:

    1. Access to the CMA requires Online 5081 approval.

    2. CMA login and password are provided at training.

    3. CMA individual software permissions are initially set during the CMA training phase.

    4. Route requests for CMA permission modifications via the W&I Content Area Administrator.


11.55.1.22.2  (04-01-2004)
Visual Aid to the CMA

  1. The following information provides basic CMA functionality and information for users.

11.55.1.22.2.1  (05-01-2007)
Front Page

  1. Content Areas are components of the site managed by the CMA Tool. From the IRS Front Page, content areas are those on the left navigation bar, the top navigation bar, and the bottom navigation bar.

    Figure 11.55.1-1

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the main Web page of IRS.gov referred to as "the Front Page" .

11.55.1.22.2.2  (05-01-2007)
Assembly Pages

  1. Content Areas - The Front Page contains the " Main" content areas (e.g. Individuals); within each " Main" content area there are "sub" content areas (e.g. Individuals is the "Main" content area and Employees is a "sub" content area under the Individuals Landing Page).

  2. Assembly Pages - The Individuals "Home" Page (or Landing Page) is an example of an Assembly Page. Identify Assembly Pages by a series of blue "links" (titles of the content items on that page) and the body of text or abstract below them. An Assembly Page contains no formatting (e.g. bullets) or large bodies of text; another way to identify an Assembly Page is there are no links in a body of text.

    Figure 11.55.1-2

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Individuals Home page (or Landing Page).

  3. Create Assembly Page Screen - To create a new Assembly Page, select the "Create New Assembly Page" button on the Assembly Page Management screen in the Content Management Application (CMA) tool; the following content attributes will appear:

    • Title: This text appears on the Web in dark blue; if associating the Assembly Page to another Assembly Page, this is the title appearing as a dark blue link

    • Launch date

    • Expire date

    • Comments: Use this field to provide details and date of changes; define elements included for a better audit trail.

      Note:

      All CMA users are responsible for updating the Comments field when content is created or updated. The Comments field provides a recent history to track all updates and changes made to associated content. The Comments field does not automatically truncate text once the maximum 4000 characters is reached; instead, an error message indicates field size reaching maximum allowable characters, preventing users from saving the content item. When applicable, the user should enter the most recent text at the top of the Comments field and scroll down, deleting the oldest text from the bottom (Name, date, operation, phone number, reason for submission, and author, if different). This never displays on IRS.gov and is used for internal tracking. See Content Management Guidelines, Section 4.5.1 for additional information at the following Web site: http://win.web.irs.gov/icp/wi_icp.htm

      .

    • Content Area: The site area that manages this Assembly Page; this appears on IRS.gov, in the upper right corner, in red text.

    • Abstract: This is a brief, meaningful, description of the Assembly Page; this text appears on IRS.gov, under the blue " title" link when the Assembly Page is associated to another Assembly Page.

    Figure 11.55.1-3

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Create Assembly page in the CMA Tool

11.55.1.22.2.3  (05-01-2007)
Article

  1. An article contains a body of text; it may contain special formatting (e.g. bullets) and also linked to text in the article body to another content item (e.g. an external Web site). There are no "title" links; instead, the title appears in the upper left corner in blue, but is not a link.

  2. When updating Internet Content, do not copy directly from Word or CPR into the CMA. This may cause formatting problems; alternatively, take the following steps:

    1. Copy and paste from Word or CPR to "Notepad" .

    2. Copy and paste from Notepad into the CMA.

      Note:

      If the article is not lengthy, type the information in the CMA Web Editor.

  3. Create new article Screen - In order to create a new article, select the "article" button on the Article Management screen; then select the "Create new article" button. The following attributes appear:

    Figure 11.55.1-4

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Create New Article page in the CMA Tool.

    • Title: This text appears on the Web in dark blue; if associating the Article to an Assembly Page, this is the title appearing as a dark blue link.

    • Launch date: This field automatically pre-populates with the current date; you may still modify this field to a future date, but cannot specify any past dates.

    • Expiration date: This is a required field; the date specified also must be no more than one year from the Launch date.

      Note:

      This change helps validate timeliness of content.

    • Comments: Use this field to provide details and date of changes; this never displays on IRS.gov and is used only for internal tracking. See IRM 11.55.1.22.2.2.

    • Content Area: The site area managing the Article; this will appear on IRS.gov in the upper right corner in red text.

    • Organization Codes: Use this field to document responsible organization code.

    • Abstract: This is a short meaningful description of your article. This is the text that will appear on IRS.gov, under the blue "title" link, when the Article is associated to another Assembly Page.

    • Body: This is the "body" of text appearing on IRS.gov when the user clicks on the blue "title" link from an Assembly Page.

    Figure 11.55.1-5

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Individuals page for 1040 Central.

11.55.1.22.2.4  (05-01-2007)
More Topics

  1. The "More Topics" page is another example of an Assembly Page (refer to previous "Create Assembly Page" screen information); it is identifiable as an Assembly Page by the blue " title" links, followed by a short body of text.

  2. The "More Topics Page" is often a " parking lot" or "laundry list" .

    Figure 11.55.1-6

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the More Topics page for Individuals.

11.55.1.22.2.5  (05-01-2007)
Left "Nav" Topics

  1. The Topics section is located on the Left Nav (Navigation) Bar of the Web site.

  2. The CMA allows user selected topics located on the More Topics Page to appear under the Topics section; up to eight topics can be selected by using the Left Nav Topics functionality.

  3. For a topic selection to appear under the Topics section, it must appear on the More Topics page.

    Figure 11.55.1-7

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Left Nav Topics Management.

  4. Edit Left Nav Topics: To select Topics to appear on the Left Nav, search for the desired Content Area’s More Topics page on the Left Nav Topics Management screen.

  5. Left Nav Name: This is the text appearing under the Topics section of the Left Nav Bar on the Web site.

11.55.1.22.2.6  (05-01-2007)
Static File

  1. A static file is content on the Web requiring use of another application (e.g. Adobe Acrobat) to be viewed. See IRM 11.55.1.5. , for Static Files and Approved File Formats. In order to make a static file available for the Web site, use the Static File Upload functionality to upload into the CMA.

    Figure 11.55.1-8

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot of the Static File Upload.

11.55.1.22.2.7  (05-01-2007)
Link

  1. Links are content items linking to external content such as Adobe Acrobat or to an internal content item.

    Figure 11.55.1-9

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    This is a screen shot titled "About PDF Formatted Files " and information about Portable Document Format (PDF).

  2. Do not copy content from the Forms and Publications repository (i.e., forms, instructions, publications, etc.) comprised of static files (PDFs); link to the desired Forms and Publications reference.

  3. When linking to an online Publication or Instruction, link to its Table of Contents page; do not link to online Publication or Instruction embedded content; such content is updated frequently.

  4. When linking to Bulk Content, link to the content file index page. Do not link to content Bulk Content file embedded content; such content is updated frequently.


11.55.1.23  (01-30-2009)
IRS.gov Web Certification

  1. Each W&I Executive conducts an annual certification for all content maintained by their office/organization; this certification process assists W&I in verifying ownership of content and ensuring content is accurate, current and conforms with strategic priorities and goals.

  2. Functions with Filing Season responsibilities incorporated aspects of the annual certification process as part of the Filing Season Readiness Program; certification is completed no later than January of each year pursuant Filing Season Readiness program guidelines.

  3. A Business Unit Certification includes, and is based on, certification from each "direct report" executive to the Business Unit Director:

    1. Certify readiness for their respective organization using a tiered certification process (if applicable).

    2. Attach a statement identifying the methodology used during the Certification process.

    3. Submit completed certification to the ICPP Division Coordinator.

  4. The Director, Customer Accounts Service, provides results of annual certifications to the Commissioner, W&I.

  5. The certification process does not apply to Media and Publications repository tax forms, publications, or instructions.

    Note:

    The underlying products for these pages operate under separately-controlled processes with established milestones, accuracy and delivery to the IRS.gov Web site.

11.55.1.23.1  (01-30-2009)
Annual W&I Certification of IRS.gov Process

  1. All Page Stewards verify ownership, accuracy and consistency of their Internet Content on IRS.gov:

    1. Check content in Articles, Assembly Pages, Links, Static Files, and Left Nav Topics.

    2. Check and/or change the expiration date in the CMA Tool; it cannot be more than 1 year from the date of certification.

      Note:

      Static files must have an expiration date.

    3. A CPR is required for all content changes or to validate content.

  2. Page Stewards use the IRS.gov Certification Checklist and the Manager’s Certification for IRS.gov Content for their manager’s approval and signature.

    1. Functions should follow local procedure for signature approval.

    2. Use Form 12956, Staff Summary Sheet, for routing purposes.

  3. Page Stewards submit signed Manager’s Certification for IRS.gov Content and checklist to their Functional ICPP Coordinator.

  4. The Functional ICPP Coordinator will:

    1. Submit all signed Manager’s Form(s) and checklists received from Page Stewards with the Director’s Certification for IRS.gov Content to their Director for signature.

    2. The certification process requires 100% review of all existing content

      Note:

      This requirement excludes Extensible Markup Language (XML) bulk.

    3. Send signed Director’s Certification for IRS.gov content to the W&I Division ICPP Coordinator through appropriate channels.

  5. The W&I Division ICPP Coordinator submits all the Director’s Certifications to the Director of Customer Accounts Service.


11.55.1.24  (01-30-2009)
Quality Review of W&I Content on IRS.gov

  1. Quality Review (QR) of all W&I content on IRS.gov is conducted on an annual basis; this ensures all W&I content posted on IRS.gov is clear, accurate, current and consistent with IRS strategic priorities and goals and validated with the annual W&I IRS.gov Certification Process. See IRM 11.55.1.23.1.

  2. A sample of W&I's IRS.gov content is reviewed to verify that:

    1. Text is clear and understandable by the target audience.

    2. All links listed function properly.

    3. Telephone numbers are correct and working.

    4. Hours of operation and addresses are correct.

    5. There are no typographical errors or misspellings.

  3. The QR Team consists of two sub-teams with different functions; they are the:

    • Review Team

    • Post Review Team

  4. Incorrect items identified are reviewed and corrected; if any page component is incorrect, it is tracked via a spreadsheet. After review is complete, the information is used to fix incorrect items.

  5. QR results are:

    1. Shared with the QR Team and Functional ICPP Coordinators.

    2. Compiled in a report for their review and comment.

    3. Published on the ICPP Intranet Web page at: http://win.web.irs.gov/icp/wi_icp.htm .

  6. Upon receipt of Functional ICPP Coordinators' input, the final report is issued to the Director, W&I Communications and Liaison. See IRM 11.55.1.25. for QR guidelines.


11.55.1.25  (04-01-2005)
Guidelines for Quality Review of W&I Content

  1. Performing Quality Review (QR) is as an integral part of the IRS.gov certification process; they are performed in conjunction with Research, embedded Communications and Liaison (C&L), and the IRS.gov Internet Content Publishing Process (ICPP) Coordinators representing all W&I organizations.

  2. A statistically valid sampling process determines a degree of confidence and precision and the minimum number of articles, links, etc. requiring review. More specific sampling information is provided in IRM 11.55.1.25.1.1.

  3. The objective of Quality Review and management utilization is collecting data providing a basis for measuring and improving program effectiveness by:

    1. Identifying defects resulting from site, systemic and taxpayer action or inaction.

    2. Analyzing reason(s) for defect occurrence.

    3. Identifying defect trends.

    4. Recommending and initiating corrective action (i.e., training needs).

    5. Following up with process review and analysis ensuring corrective action was effective.

    6. Assisting management in improvement efforts for staff quality of service.

  4. The Quality Review process provides a method to monitor, measure and improve the quality of content on IRS.gov.

11.55.1.25.1  (01-30-2009)
Quality Review Functional Responsibilities

  1. This subsection outlines various Headquarters function responsibilities. Communications & Liaison Group 3: Communication Support Services Office, is responsible for:

    1. Monitoring and evaluating overall program effectiveness

    2. Communicating program direction and emphasis

    3. Developing and maintaining quality review procedures

    4. Coordinating necessary systemic or procedural responsibilities or changes affecting quality review reports or sampling procedures with other affected Service functions

    5. Providing organizational guidance and communications for needs and responsibilities

    6. Reviewing, prioritizing, coordinating and approving requests for special reviews, data gathering, or extracts

      Note:

      Decisions are communicated to the appropriate review site within 30 days upon receipt in writing by the office

    7. Facilitating and communicating national policy on issues evolving from cross functional measures

    8. Drafting, maintaining and updating Internal Revenue Manuals

    9. Completing necessary components during the Post Review

  2. Assistance with questions or problems is available from the W&I ICPP Coordinator and Content Area Administrator.

  3. Review Responsibilities: As the designated measure of IRS.gov quality, reviews are a key component of Servicewide balanced measures efforts.

  4. Management Responsibilities include:

    1. Ensuring reviews are performed timely, accurately and consistent application of review standards.

      Note:

      Reviewers follow published standards

    2. Providing a regular, systematic, approach to measure and monitor review consistency.

    3. Recording and tracking the results of consistency reviews.

    4. Identifying problems that persist over time and reporting them and their potential reasons to Headquarters for analysis and discussion.

    5. Ensuring review procedures are not changed without Headquarters concurrence.

11.55.1.25.1.1  (06-01-2006)
Content Population/Sampling

  1. The QR Team conducts reviews using the methodology established by the Office of Strategy & Finance, Research, using a random sampling of W&I-owned content on IRS.gov. Quality Review consists of three samples:

    • Sample content processed within the CMA Tool.

    • Sample Español content.

    • Sample content processed as XML bulk outside the CMA Tool.

  2. The sample population is determined via the CMA Tool and the XML Bulk Content. A snapshot of content within the CMA Tool is taken on a specific date (typically to be determined). Review is limited to W&I-owned content.

  3. In the CMA Tool, under Table of Contents, (located on the left on the opening page), the five applicable categories include:

    • Article

    • Link

    • Static File Upload

    • Assembly

    • Left Nav

  4. These categories are stratified with the different types of content areas listed in the CMA Tool and are listed below. The sampling unit (unique identifier) is the ID number.

  5. For each of these defined strata, the following W&I CMA Content Areas are pulled by organization.

    Note:

    Organizations are planning on adding and updating areas in 2009.

  6. Organizations include:

    • W:C&L

    • W:CAR, W:CAR:FA, W:CAR:MP, W:CAR:MP:M, W:CAR:MP:P, W:CAR:MP:T, W:CAR:SPEC

    • W:CAS, W:CAS:AM:JOC, W:CAS:AM:NG, W:CAS:ITIN, W:CAS:SP, W:CAS:SP:PMPA

    • W:CP:PM, W:CP:RC

    • W:EITC

    • W:ETA

    • W:HCTC

    • W:S:MLI

    • W:S:PI

    • OS:CIO:I:ET:D:G1

    • OS:CIO:I:ET:ID:PP

    • OS:CIO:I:ET:ID:RP

    • 0S:CIO:I:ET:S:RM

    • S:CLD:SL:HQ:PPL

  7. XML Bulk strata content areas are:

    • Frequently Asked Questions

    • Tax Topics

      Note:

      These content areas are being converted over to the CMA Tool in January 2009.


11.55.1.26  (04-01-2005)
The Quality Review Teams

  1. Quality review is segmented into two teams with different functions:

    • Review Team

    • Post Review Team

11.55.1.26.1  (04-01-2005)
The Quality Review Team Roles/Responsibilities

  1. The QR Review Team:

    1. Performs an unbiased, consistent and accurate review.

    2. Identifies the defect and code the appropriate attribute for that particular action.

    3. Reviews work using valid sampling techniques.

    4. Uses consistent review techniques.

    5. Has knowledge of all equipment used in reviewing.

    6. Records complete review results.

    7. Reports all problems to the Internet Content Process Coordinator.

  2. One of the key components reviews is determining if text is clear and current. At times it is necessary to contact the IRS office based on findings in IRS.gov text. This occurs in the following ways:

    1. Calling telephone number listed in content.

    2. Checking hours of operation listed in content.

      Note:

      A recommended test is calling at the opening hour of the business day.

    3. Checking IRS addresses listed in content and printing the Web page containing the address listed in either the Article or Assembly and submitting with the package.

  3. Follow-up is performed during the Post Review process

11.55.1.26.1.1  (04-01-2005)
The Quality Review Process

  1. The Reviewer receives a brief orientation by the W&I ICPP Coordinator and/or Content Area Administrator and a folder with a spreadsheet listing the Title and a unique ID number for the random sample review. Specific instructions regarding the folder are found in the "Reviewer's Folder" subsection.

  2. Reviewers will document all incorrect items found using the W&I Quality Review Team of IRS.gov Content Checklist. It is important the ID number and Title are entered on the checklist for tracking and analysis purposes.

  3. The checklist consists of two pages; an example of Page 1 is below:

    W&I Quality Review Team
    of IRS.gov Content Checklist
    PAGE 1
    Reviewer's Name:
    ID Number:
    Title:
    Date:
    Reviewer Checklist: Yes No N/A
    Text (Assembly and Article)
    Is the text clearly written?      
    Is the text current?      
    Should the text be revised, deleted, etc. ? Explain why.      
    Is there a link?      
    If no, should there be one?
    Reduce TP burden
         
    Telephone Numbers
    Are there Telephone Numbers listed?      
    Call the telephone number.      
    Is it working?      
    Recorded Message different from printed Message?      
    Local Offices
    Any Hours of Operation listed?      
    Check the hours of operation? A good test would be to call at the opening hour.      
    Incorrectly listed on IRS.gov      
    Is an Address listed?      
    If so, Check Address      
    Forms and Publications
    Are there Forms or Publications mentioned on this page?      
    Is there a link?      
    If so, is the link working?      
    If no link, should there be one?
    Reduce TP burden
         
    LINKS
    Are all links functioning?      
    Links pointing to wrong location?      

  4. Page 2 of the W&I Quality Review Team Checklist is below:

    W&I Quality Review Team
    of IRS.gov Content Checklist
    PAGE 2
    NOTES:
    TEXT
    (C&L recommended rewrite)



    TELEPHONE NUMBERS



    LOCAL OFFICES



    FORMS and/or PUBLICATIONS



    LINKS



    OTHER



  5. Track only incorrect, inaccurate, outdated, and/or include non-working linked items found during the random sample. When finding an error, print from the applicable Web page and attach it to the Reviewers Checklist. Do not complete a checklist if the content is error-free. The Reviewer starts the QR process by accessing IRS.gov or the CMA Tool.

11.55.1.26.1.1.1  (05-01-2007)
Using Article Listings

  1. The Reviewer receives a listing including the Title, ID Number, and its content area. The following provides instructions on researching and locating applicable content. See IRM 11.55.1.25.1.1. for a listing of content areas.

  2. Article Listings - The Reviewer receives a Title and ID Number:

    1. There are two ways to find an article on IRS.gov.

    2. For example, using ID Number 96894 and the Title, "Acceptance Agents – Alabama" , on IRS.gov, in the URL address line, enter "http://www.irs.gov/individuals/article/0,,id=96894,00.html " . In the "id = number" portion of the URL, enter the ID Number from the listing; proceed to the end of the URL and hit the enter key.

    3. OR Using the IRS.gov " Search IRS Site for" box method.

    4. Enter the title of the content; for example, "Acceptance Agents – Alabama" . Select "GO" . Find the article in the displayed list. Verify the article ID number listed; this must be the same. In this example, the ID number is 96894. The Title has the same ID number; beware of similar Titles and ID Numbers.

11.55.1.26.1.1.2  (05-01-2007)
Using Assembly Listings

  1. The Reviewer receives a Title and ID Number. If the page type displays as "Landing Page" , the listing is the right side of the first page of IRS.gov.

    Example:

    Individuals, Contact My Local Office, Retirees/Sr. Citizens, Where to file, etc.

  2. There are two ways to find this on IRS.gov:

    1. URL (address line).

    2. Using the search functionality.

  3. To use the URL Address Line:

    1. Using the example, ID number "97749" and the Title, "Abusive Tax Shelters" , in the IRS.gov URL address line, enter the URL "http://www.irs.gov/individuals/content/0,,id=97749,00.html " .

    2. In the "id = number" portion of the URL, enter the ID Number from the listing.

    3. Proceed to the end of the URL and hit the enter key.

    4. Under the "E-file" subsection, the URL address is "http://www.irs.gov/efile/lists/0,,id=106271,00.html" .

    5. Under the "Forms and Publications" subsection, the URL address is "http://www.irs.gov/formspubs/lists/0,,id=101466,00.html " .

  4. To use search functionality:

    1. Using the IRS.gov "Search IRS Site for" box method, enter the content title.

    2. Using "Abusive Tax Shelters" as an example, find the Assembly in the listing provided.

    3. Verify the Assembly ID number listed; it must be the same. In the example above, the ID number is 97749. The Title above has the same ID number.

    4. Beware of similar Titles and ID Numbers.

11.55.1.26.1.1.3  (05-01-2007)
Using Links

  1. For links in Article or Assembly Listings:

    1. If an error message stating "Page cannot be displayed at this time" is displayed, a problem may exist with temporary memory on the central processing unit (CPU) in use; in these circumstances, close any unnecessary applications like Word, Excel, etc. and try again.

    2. If a message displays indicating the link was moved and will display in 20 seconds, a longer wait may occur due to temporary CPU memory; close any unnecessary applications like Word, Excel, etc. and try again.

  2. For those with Links Listings:

    1. Links Listing provided to each function should not be their products.

      Example:

      CARE will not look at CARE products. CAS will not look at CAS products, etc.

      As there is no control over random sampling, a reviewer may receive items owned by their organization.

    2. Reviews are only conducted by employees with access to the CMA Tool.

  3. If an IRS address is identified in content, reviewers are not responsible for contacting the office; this occurs during the Post Review process by the Post Review Team but, reviewers must take the following steps:

    1. Secure a printout of the Web page with the address.

    2. Prepare and submit a checklist.

    3. It is important that to provide the address ID number, Title, and Address on the form submitted.

  4. Only checklists with accompanying printouts of affected Web pages for incorrect content are collected and forwarded to the Office of W&I Communications & Liaison; they are recorded in the sampling as incorrect and non-working.

    Note:

    If problems occur and the reviewer cannot locate the Title or ID number, contact the W&I ICPP Coordinator and/or Content Area Administrator.

11.55.1.26.1.2  (01-30-2009)
Reviewer Folder

  1. As stated previously, tracking occurs on incorrect content identified during random sample. The checklist and the Web page content print out must be associated for tracking purposes.

  2. Once completed, photocopy each checklist and incorrect items for back-up documentation ensuring no loss of information when returning to the Office of W&I Communications & Liaison. Submit checklists in front of the spreadsheets inside the folder.

  3. Secure the folder with a rubber band and attach the copies to the front; it is important they are associated for tracking and analysis purposes. When review is complete, mail/return folders and contents to:

    IRS
    SE:W:C&L
    Attn: W&I Division ICPP Coordinator
    Mail Stop 24 WI
    401 W Peachtree St. NW
    Atlanta, GA 30308

  4. Direct questions to the W&I Division ICPP Coordinator.


11.55.1.26.2  (04-01-2005)
The Quality Review Post Review Team

  1. The QR Post Review Team is responsible for compiling and consolidating all information from the review, referred to as "Post Review " .

  2. Post Review includes, but is not limited to:

    1. Receipt of Review Folders.

    2. Analyzing Checklist data.

    3. Compiling results using error/defect codes.

    4. Completing necessary follow-ups.

    5. Ensuring errors identified are corrected.

    6. Completing an electronic spreadsheet with applicable information.

    7. Coordinating results with the ICPP Coordinator.

    8. Posting results via the Web page.

    9. Preparing a memorandum to the OD Commissioner with results.

  3. An additional step (Phase two) completes the review for the IRS address found with sampled content.

    1. Contact the IRS office based on findings in the IRS.gov text.

    2. To verify an IRS address take the following additional steps.

    3. Prepare a spreadsheet listing addresses for distribution.

    4. Provide a file containing the electronic copy of IRS.gov articles for review during the process.

  4. In coordination with functional ICPP and Headquarters (HQ) analysts (known as subject matter experts or "SMEs" ), Campus Program & Analysis (P&A) Analysts check the addresses; this includes the following procedures:

    1. Contact each Campus listed in the pulled sample.

    2. The QR team tracks the returns and notes any errors.

    3. P&A analysts verify the addresses.

  5. The W&I Quality Review Team Content Error Codes used in this review are listed below:

    W&I Quality Review Team
    of IRS.gov Content Error Codes
    ID Number: __________
    Topic: Error Code
    Text (Assembly and Articles) 001
    Text not clearly written 002
    Text not current 003
    Should the text be revised, deleted, etc. ? Explain why. 004
    Telephone Numbers 010
    Telephone numbers not working 011
    Telephone number incorrect 012
    Recorded Message different from printed Message? 013
    Local Offices 020
    Any Hours of Operation not verified 021
    Incorrectly listed on IRS.gov 022
    Check IRS Address  
    Incorrect Address 023
    Forms and Publications Reference 030
    Link not working 031
    If no link, should there be one? Reduce TP burden 032
    LINKS 040
    Not Working 041
    Link pointing to wrong location 042
    Miscellaneous 050
    Please state  

    Comments:




  6. Defect codes are entered by the QR Team to assist in compiling and documenting errors found in a spreadsheet for analysis.

  7. These numeric codes are used to populate a spreadsheet to complete analysis of the review and produce information shared with the functions.

  8. The QR Team reviews the errors identified and assigns a numeric defect code based on Error Codes.

  9. These Error Codes are used to populate a spreadsheet to complete analysis of the review and produce information shared with the functions.


11.55.1.27  (05-01-2007)
Required Quarterly Check of Links

  1. To improve quality of links and verify associated content links accuracy, use the following process to check links on a quarterly basis.

    Exception:

    Requirements to check all links quarterly is exempted for articles/pages with 50 or more links. When this occurs, check a random sample of the links; however, all such links must be checked annually.

  2. Customer Accounts Service (CAS) which consists of Frequent Asked Questions (FAQs) and Tax Topics and CARE (Media and Publications) that uses XML bulk processing is not subject to checking links quarterly; there is currently a process in place identifying content "broken links" posted outside the CMA Tool.

  3. Quarterly checks of links begins with fiscal year starting October 1 annually, which is completed in parallel time frames with Annual W&I Certification of IRS.gov. See IRM 11.55.1.23.

  4. Take necessary corrective action when a broken link is identified.

    Note:

    A CPR is not required if the link is a typographical error or a structural correction. See IRM 11.55.1.20.

  5. Each organization makes a quarterly report of all links checked including:

    • Link name

    • ID Number

    • Content Owner

    • Date

    • Reviewer name who checked the link

  6. This listing/report is sent to the Functional Unit ICPP Coordinator. They will maintain this listing/report. The Functional ICPP Coordinator will send an e-mail to the Division ICPP Coordinator at the end of each quarter. This e-mail is due five business days after the end of the quarter.

    Example:

    For the final quarter of the fiscal year (July, August, and September), the e-mail is due on (or about) October 6.

    Note:

    During the first quarter of the fiscal year, (October, November, December), verification of all content is required for the annual certification process; therefore, a report of link verification is not required for the first quarter.

  7. The Division ICPP Coordinator reports at the ICPP meetings when all Functional Units e-mails are received. The Division ICPP Coordinator stores all e-mails for audit purposes.


11.55.1.28  (06-01-2006)
Reports

  1. W&I receives four reports from ETA:

    • IRS.gov Expired Content Report.

    • IRS.gov Site Usage Analysts Report.

    • IRS.gov Broken Link/Link Integrity Report.

    • IRS.gov Orphaned Content Report.

  2. Currently there are no reports in place using the CMA Tool other than maintenance of a historical record of Web site changes. Additional Management Information Systems (MIS) Reports will be added to CMA functionality in the future.

  3. These reports can be found at the ETA IRS.gov Reports Intranet Web site at http://eta.hq.irs.gov/eta/.

11.55.1.28.1  (06-01-2006)
Expired Content Report

  1. The Expired Content Report captures IRS.gov content expiration dates. Expired Content Reports are sent via e-mail from ETA and distributed to Operating Division and function Content Area Administrators and, when appropriate, the Division ICPP Coordinator.

  2. The Expired Content Report is issued monthly/quarterly and available at the W&I Internet Content Web site at http://win.web.irs.gov/icp/wi_icp.htm

  3. The Expired Content Report file includes two worksheets:

    • The first worksheet entitled "Expired" .

    • The second worksheet entitled "Set to Expire" identifying content to expire in 90 days.

      Note:

      Address each worksheet's content using procedures in IRM 11.55.1.28.1.1.


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